Lucius Donaldson
IT Service Management Professional
- Role
- Incident Manager at BetMGM
- Location
- Philadelphia, PA, US
- LinkedIn followers
- 500 followers
About Lucius Donaldson
LinkedIn About Section Success in delivering IT services is ultimately based on the level of satisfaction your customer has in your ability to provide what they need, when they need it, with high quality. As a Service Delivery Manager, I relish in opportunity to ensure my customers are getting the technology resources they need to run the business while also addressing their issues in a timely manner. I have had to opportunity to get various perspectives of the voice of the customer through discussions with staff from C-level managers to administrators on global projects. Through these conversations, I have been able to advise management on “big picture” strategic efforts, implement improvement efforts, escalate issues to the appropriate teams. My strong client facing skills can be attributed to several years of management consulting work while my communication traits have developed through my personal travel. I have had the fortune of traveling to 23 countries in my lifetime and have visited six continents (all but Antarctica) at least twice. Available to discuss new opportunities in the Greater Philadelphia and Greater New York City area (which both include the state of New Jersey) along with hybrid/remote positions. Please contact me at l••••••••@gmail.com. Core competencies: Service Level Management Continual Service Improvement Process Improvement Project Management Relationship Management Strategic Planning Incident Management Escalation Management Technical competencies: Certifications: ITIL Intermediate Continual Service Improvement Certificate ITIL Version 3 Foundation Certificate ITIL Version 4 Foundation Certificate Six Sigma Green Belt Certificate of Achievement Tools: MS Office (Word, PowerPoint, Excel) MS SharePoint MS Project MS Teams ServiceNow BMC Remedy SAP BusinessObjects MS Power BI Broadcom Rally Software
Experience
Incident Manager
Jul 2022 — Present · Jersey City, NJ, US
Member of 24X7 Service Management team overseeing Incident, Problem and Change activities with service provider. Improving awareness of root cause of reoccurring/major incidents via creation of Problem Management review sessions. Developing weekly and monthly metrics reports to better inform business of service provider performance. Enabled Incident Management team to dynamically manage aged tickets through creation of ServiceNow dashboards. Initiated improvement effort to address issues with technical team reassignments via analysis of ServiceNow metrics.
Education
The University of Texas at Austin - The Red McCombs School of Business
MBA, Information Management
The College of New Jersey
BS, Computer Science
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